nbn Frequently Asked Questions

How to get nbn®

When is nbn® coming to my area?

You can check your address on our handy nbn coverage map. It pulls information directly from nbn®, so it's updated as often as they update their systems.

Alternatively, you can become an iiNet broadband customer today and we’ll help you switch over as soon as nbn is available.

How do I get connected to the nbn®?

If nbn is available at your address, all you’ll need to do is pick out an nbn plan and sign up online, or call our friendly Sales team on 13 19 17.

If you’re already with iiNet, you can select “Upgrade to nbn” in My Products > Broadband in Toolbox.

Remember: Moving to nbn will not necessarily cancel your existing broadband and phone services. Once you've upgraded, please contact your existing provider to ensure your old services are cancelled, otherwise you may continue to be billed for them.

I already have nbn®. How do I switch my nbn® provider to iiNet?

If you already have an active nbn Fibre or Fixed Wireless service connected at your address and you'd like to switch to an iiNet nbn plan, please call our Sales Team on 13 19 17 to arrange a Service Transfer. Once lodged, Service Transfers typically take less than 2 business days to complete, and downtime is typically less than 24 hours

Can I keep my existing telephone number to use on the nbn®?

In most cases, we can bring your existing telephone number over to the nbn. We ask you about this when you sign up online. Alternatively, call our friendly Sales Team on 13 19 17 to discuss.

nbn® Fees and Plans

What is the New Development Fee?

Effective 1 April 2016, the $300 New Development Fee (NDF) is charged for all nbn connections in the following circumstances:

• The first connection at a premises in a newly developed area i.e. a suburb with no pre-existing telecommunications infrastructure.
• The first connection(s) at a premises in an establish area in the rare instance that a developer has increased the number of dwellings on the same plot of land e.g. demolished a single house and built a block of units.

Once the NDF has been charged at an address, it will not be charged again for subsequent connections, provided the number of dwellings at that address has not increased.

We pass on the full $300 NDF charge as billed by our wholesaler, nbn®. These charges are clearly visible when applying for a service – they are also included in any Critical Information Summary for nbn plans sold after 1 April 2016, and the Pricing Schedule of our Customer Relationship Agreement.

Can I change my nbn® plan after I've signed up?

You can switch between our current nbn plans at any time. See Changing your broadband plan in Toolbox.

nbn® Installation

How long does it take to get connected to nbn®?

Typically, nbn connections are completed within 2-20 business days - this varies depending on whether or not you've already had your nbn equipment installed as well as nbn technician availability.

What happens when nbn® is installed?

If an nbn technician is required to visit your premises to install any required equipment or complete your nbn connection, we'll be in touch to book a suitable appointment with you. An installation is typically not required if nbn has been previously connected at your address.

The type of equipment you'll receive depends on the type of nbn being connected. Give our Connecting to the nbn article a read for more information.

Can I use existing wiring/smart wiring?

You may prefer to have internal network cabling installed at your address for your internet, especially if WiFi doesn't cover your house from end to end or you want to be sure you're always getting the maximum speed possible when transferring large amounts of data between devices in your home.

An nbn installation does not include additional home network wiring beyond the installation of the Network Boundary Point (typically the nbn Connection Box or first wall socket, depending on your nbn technology). You'll need to hire a registered cabler if you'd like to have any additional home network wiring installed.

What type of wall sockets will I need for my new nbn® service?

nbn FTTP, nbn Wireless and nbn Satellite connections do not require a wall socket. Your modem can plug in directly to the nbn Connection Box.

Wall sockets for other types of nbn are as follows:

• nbn FTTB/N uses the same RJ11 socket as previous copper broadband/phone services.
• nbn FTTC uses the same RJ11 socket as previous copper broadband/phone services.
  
• nbn HFC uses a Coaxial Cable Socket, which may be different to any existing cable sockets in your premises*.
  

 *If your premises doesn't have the required Coaxial Cable Socket for nbn HFC, then one will be installed during your nbn installation appointment. This is typically done by upgrading your existing RJ11 wall socket plate to a new wall plate that includes a Coaxial Cable Socket.

nbn® Hardware

Do I need equipment installed by nbn®?

If necessary, an nbn technician will complete a standard installation of the required nbn equipment at no cost to you. Please note that fees may be incurred for non-standard installations as determined by nbn®. The technician will be able to advise these fees if this is the case.

Check out Connecting to the nbn for more details about the different types of equipment used with the different types of nbn services.

Will my current modem/router work with nbn®?

See nbn BYO modem hardware compatibility.

More about the nbn®

How fast is nbn®?

There’s a lot to understand when it comes to nbn speeds, so we’ve dedicated a whole page to it. Read more.

Will my medical alarm, security alarm, EFTPOS machine or fax machine work on the nbn®?

Many types of devices that are normally connected to phone lines (such as medic alarms, back to base alarms, EFTPOS machines, fax machines and more) can work over the nbn, however please contact the service provider to make sure - you may need to order a specific type of phone service on the nbn in order for these services to continue working.

Please note: iiNet does not offer a Priority Assistance service. If you have Priority Assistance or believe you may be eligible, please consider this before lodging your application.